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Suffering Packet loss

pandemic
I've Been Around

Hello, I have contacted tech support a few times and techs have come out to check my cables. The techs say that the signal strength is good and I do receive the advertised speeds 100/10, but I suffer packet loss. I also get dropped from Skype calls at the same times I am lagging on League.... I am not sure what the issue maybe, any advice?

 

Stats from the modem, it is in gateway mode and I am on a desktop connect through ethernet.
 
Ping statistics for 104.160.131.1:
Packets: Sent = 1000, Received = 870, Lost = 130 (13% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 146ms, Average = 31ms
 
Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 651000000 256QAM -8.700 10 37.356
2 591000000 256QAM -6.100 1 38.605
3 597000000 256QAM -7.000 2 38.605
4 603000000 256QAM -6.400 3 38.983
5 609000000 256QAM -6.800 4 38.605
6 615000000 256QAM -6.900 5 38.983
7 621000000 256QAM -7.400 6 38.605
8 633000000 256QAM -8.200 7 37.636
9 639000000 256QAM -7.600 8 37.636
10 645000000 256QAM -8.900 9 37.636
11 657000000 256QAM -9.300 11 37.356
12 663000000 256QAM -9.400 12 37.356
13 669000000 256QAM -9.400 13 35.084
14 675000000 256QAM -9.400 14 36.387
15 681000000 256QAM -9.600 15 37.356
16 687000000 256QAM -9.800 16 36.610
17 693000000 256QAM -9.800 17 36.610
18 699000000 256QAM -10.900 18 36.387
19 705000000 256QAM -10.200 19 36.610
20 711000000 256QAM -10.600 20 36.610
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth
1 23700000 ATDMA - 64QAM 40.250 7 6400000
2 30596000 ATDMA - 64QAM 40.250 6 6400000
3 38596000 ATDMA - 64QAM 40.250 5 3200000
201 REPLIES 201

Re: Suffering Packet loss

mikeplumridge
I Plan to Stick Around

As Per Phone call with Rep 'Owen'  - re: #C154345719

 

As reported Last week, and Again today ..

I am once again experiencing intermittent Packet loss; Rogers Rep detects no signal strength problems or issues.

 

When this has happened in the past, typically (after explaining to them 4 times what 'packet loss' is) they forward this the the 'Maintenance Team' ... and they roll out a Rogers truck, and usually report 'Repairs completed to the problematic Node around the corner from me. 

 ... However this time, our Hero Owen, refuses to do that and has insisted that i waste more time by posting here... I highly suspect this is because he simply does not understand what 'packet loss' is.

 

Don't be an Owen, please only reply if you are an Official Rogers Rep and are in a position to Actionably do something. My phone number is on file, i am available 24/7 - call anytime.   

 

 

*NOTES:  Wired Ethernet - Directly to the Rogers Modem; No 3rd party routers/switches; Issue persists on multiple computers, operating systems, Multiple ping locations; Issue is Random totally random (day/evening/night); This is NOT and internal issue.  When present It effects gaming, streaming and surfing.
 (i am Not a novice user, don't waste my time).      ...  and YES, i rebooted the modem.  

 

 PING RESULTS:  (unable to capture screenshot;  copy/paste will have to do) 

 

1)  Example of Ping to External site; (google.ca/bbc.ca/cnn.com all yield similar loss result) 

# Ping statistics for ***withheld*** 
# Packets: Sent = 618, Received = 597, Lost = 21 (3% loss),
# Approximate round trip times in milli-seconds:
# Minimum = 5ms, Maximum = 27ms, Average = 11ms

 

3)  Ping to Modem; zero loss. 

Ping statistics for 192.168.0.1:   
Packets: Sent = 3654, Received = 3654, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 1ms, Average = 0ms

 

4) TraceRoutes show no issues, latency, or suspect information. Withheld for privacy.

 

 

 

I look forward to reading your knowledgeable replies 

 

 

Re: Suffering Packet loss

Shahin6470
I Plan to Stick Around

Thank you, this is the exact same problem I been having. 

 

Rogers tech guys do a simple ping test, and see everything is fine. And just move on. 

 

Ping spikes has been happening at RANDOM times. Just because it doesn't happen at that moment when you did a ping test, it doesn't mean everything is fine. Monitor the ping for a week, then come back to me with the result. We live in world that is connected through network, if we don't have consistent internet, then we're done. 

I could write a book about all the excuses I heard over the past 6-8 months from the tech guys. And trust me, I learned so much over these 6-8 months. 

Re: Suffering Packet loss

super_robot
I Plan to Stick Around

Just did a ping test while I was reading... it's not in peak hours and look.. high latency and dropped packet. Just know that you're not crazy nor alone ..

 

Reply from 172.217.0.227: bytes=32 time=141ms TTL=55
Reply from 172.217.0.227: bytes=32 time=25ms TTL=55
Reply from 172.217.0.227: bytes=32 time=34ms TTL=55
Reply from 172.217.0.227: bytes=32 time=52ms TTL=55
Reply from 172.217.0.227: bytes=32 time=17ms TTL=55
Reply from 172.217.0.227: bytes=32 time=55ms TTL=55
Reply from 172.217.0.227: bytes=32 time=40ms TTL=55
Reply from 172.217.0.227: bytes=32 time=64ms TTL=55
Reply from 172.217.0.227: bytes=32 time=59ms TTL=55
Reply from 172.217.0.227: bytes=32 time=86ms TTL=55
Reply from 172.217.0.227: bytes=32 time=64ms TTL=55

Ping statistics for 172.217.0.227:
Packets: Sent = 122, Received = 121, Lost = 1 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 141ms, Average = 41ms

 

 

Trace route also displays the latency between the Rogers hops

 

1 1 ms 1 ms 1 ms INTEL_CE_LINUX [192.168.0.1]
2 26 ms 38 ms 26 ms 
3 49 ms 50 ms 49 ms 8082-dgw02.etob.rmgt.net.rogers.com [67.231.220.37]
4 130 ms 42 ms 29 ms 3009-cgw01.bloor.rmgt.net.rogers.com [69.63.248.185]
5 103 ms 43 ms 103 ms 209.148.230.14
6 * * * Request timed out.
7 18 ms 66 ms 36 ms 108.170.250.241
8 17 ms 23 ms 32 ms 108.170.226.217
9 15 ms 16 ms 13 ms dfw06s38-in-f3.1e100.net [172.217.0.227]

Re: Suffering Packet loss

NHTZ2
I've Been Here Awhile
Hey guys,

Im talking to Rogers support through private messages through the forums and its not helping me at all.

As the comments above me are mentioning, there is an issue. You guys keep asking me to run tests, theres tests being done on your end, and youre sending some people to my house over and over. The issue persists and Im sick of it.

My games are lagging a stupid amount. My shows are freezing a stupid amount. My meetings are being dropped a stupid amount. Ive downloaded applications that monitor this internet, and theyre able to identity my sudden packet loss and ping spikes. The issues shown in the screenehots were appearing the exact same time everything was freezing, but the Rogers support doesnt even look at them because they can only look at their own results... which are useless. They arent finding the problem.

These screenshots show the random cut in service and packet loss. Again, I ran the application as soon as everything in the house started freezing, and I always run to my laptop to run the tests Rogers requested, but it goes back to normal by then.
http://imgur.com/gallery/8ZiuTQx
http://imgur.com/gallery/HsKLPSQ

The house next door is even having the EXACT same issues. Rogers has a problem they are not capable of finding, let alone fixing. If you refer to my previous comment on this thread, Ive tried everything and Ive been talking to a bunch of Rogers support since then.

Me having to buy an unlimited Data plan from Telus to hotspot my game consoles and work computer is UNACCEPTABLE.

I think I will complain to CRTC or CCTS. I cant handle this anymore.

Re: Suffering Packet loss

rpi
I've Been Around

Hello,

 

I have been experiencing packet loss (lag) while trying to play games from my xbox/pc (both wired). I contacted rogers support and they said everything is "fine" judging from the "graphs" they use. I don't know what the issue could be so I'm posting my router's stats here. It would be a huge help if someone could spot the problem! Thanks

 

Upstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 36996000 ATDMA - 64QAM 35.000 4 6400000
2 22100000 ATDMA - 64QAM 38.250 1 3200000
3 30596000 ATDMA - 64QAM 34.750 3 6400000
4 25300000 ATDMA - 64QAM 38.250 2 3200000

 

Downstream Overview

Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 5.600 7 40.366
2 855000000 256QAM 2.400 3 38.983
3 861000000 256QAM 2.100 4 40.366
4 579000000 256QAM 5.900 5 40.366
5 585000000 256QAM 5.600 6 40.366
6 849000000 256QAM 2.500 2 38.983
7 597000000 256QAM 5.100 8 40.366
8 603000000 256QAM 5.100 9 40.366
9 609000000 256QAM 4.700 10 40.946
10 615000000 256QAM 5.100 11 40.366
11 621000000 256QAM 5.100 12 40.366
12 633000000 256QAM 5.200 13 40.366
13 639000000 256QAM 5.100 14 40.366
14 645000000 256QAM 5.300 15 40.366
15 651000000 256QAM 5.300 16 40.366
16 657000000 256QAM 5.600 17 40.946
17 663000000 256QAM 5.300 18 40.366
18 669000000 256QAM 5.300 19 40.366
19 675000000 256QAM 5.000 20 40.366
20 681000000 256QAM 5.200 21 40.366
21 687000000 256QAM 5.200 22 40.366
22 693000000 256QAM 5.500 23 40.366
23 699000000 256QAM 5.300 24 40.366
24 705000000 256QAM 5.200 25 40.946
25 711000000 256QAM 5.400 26 40.366
26 717000000 256QAM 5.400 27 40.946
27 723000000 256QAM 5.800 28 40.366
28 825000000 256QAM 3.600 29 40.366
29 831000000 256QAM 3.600 30 40.366
30 837000000 256QAM 3.300 31 40.366
31 843000000 256QAM 3.100 32 38.983
32 279000000 256QAM 8.500 1

38.983